I rarely feel compelled to write negative reviews, but my experience with this merchant was so…read moreremarkably unpleasant and dismissive that prospective customers deserve fair warning.
When my package arrived, the box was visibly damaged with an open hole, and the hat I ordered was nowhere to be found inside. Assuming this would be a routine carrier issue, I documented everything immediately with comprehensive photographic and video proof.
Reaching their customer support, however, required absurd persistence: two unreturned emails and four separate phone calls before an actual representative bothered to pick up. Rather than handling the matter with standard professional courtesy, the representative was confrontational from the start. She arbitrarily dismissed clear visual evidence, arguing that the hole in the box "wasn't large enough" for the item to have slipped out, and flatly stated they would do nothing to assist me because my account was flagged by their automated system as a "medium-risk buyer."
To add insult to injury, UPS specifically informed me that damaged/missing shipment claims must be initiated by the shipper. Instead of taking ownership or filing the standard claim on my behalf, this business simply washed their hands of the transaction and treated a paying customer like a bad-faith actor.
Curious about this baseless "risk" accusation, I contacted Shopify directly to find out why an ordinary transaction would trigger any alert. The explanation was laughably mundane: my billing address differed from my shipping address (an entirely standard scenario for anyone who splits time between residences in Texas and Colorado).
To treat a customer with such overt hostility over a standard carrier mishap, while hiding behind an automated address discrepancy as an excuse to withhold basic support, is the height of unprofessionalism. If you value responsive service, basic accountability, and being treated with respect when shipping issues arise, take your business elsewhere.
